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  • 1.  Transcription Endpoint

    Posted 06-05-2025 18:04

    Peter_Stoltenberg | 2024-06-03 22:47:34 UTC | #1

    Hello,

    I am looking to use v2.conversations.{id}.transcription for a custom Agent Assist component to get the real-time transcription and process it.

    I had a question come up about PII/PHI. Is there any redaction of sensitive data as part of this real-time feed? Or, is it purely raw? In my tests so far, it seems to be purely raw, I just wanted to confirm. This also made me think about how the native Genesys Agent Assist handles that scenario. Anyone have any thoughts? @jacobshaw

    Thanks, Peter

    jacobshaw | 2024-06-17 13:37:06 UTC | #2

    Hi Peter Redacting sensitive information is a feature of voice transcription. It can be enabled as outlined here https://help.mypurecloud.com/articles/enable-automatic-redaction-of-sensitive-information/

    Users need the ViewSensitiveData permission to see transcripts that are not redacted. An overview of how voice transcription works with sensitive data here https://help.mypurecloud.com/articles/understand-voice-transcripts/

    Peter_Stoltenberg | 2024-06-17 14:18:34 UTC | #3

    Hi Jacob,

    Just to clarify though: that only happens after the conversation is complete - for the transcript generated once the conversation is complete. It does not apply to the voice transcript topic (v2.conversations.{id}.transcription), correct?

    jacobshaw | 2024-06-18 14:44:54 UTC | #4

    I tried this out myself and found that transcripts are coming through with PII not redacted. So from personal experience, the redacting happens later.

    jacobshaw | 2024-06-18 15:32:15 UTC | #5

    After talking with the internal team, I got this info

    Currently, for the near real-time transcription (emitted via kafka v2.conversations.{id}.transcription topic) the only way to redact PII is manually for the agent to do a secure pause, which mutes the audio while the caller utters their PII data, which is excluded from transcription. There is/was an effort to redact PII automatically via Anonymization/Named Entity Recognition (NER) service which looks like it's currently on hold.

    Peter_Stoltenberg | 2024-06-18 17:51:48 UTC | #6

    Hi Jacob,

    Thanks. That's what I noticed as well.

    Appreciate you verifying! :grinning:

    system | 2024-07-19 17:52:30 UTC | #7

    This topic was automatically closed 31 days after the last reply. New replies are no longer allowed.

    This post was migrated from the old Developer Forum.

    ref: 26580



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